Complaint Policy

Our Goal

Our goal at BSG Credit Solutions is to provide exceptional service to every client. While every effort is taken to ensure we treat our clients fairly, courteously, and honestly, we may occasionally make a mistake. We believe our clients have the right to complain and the right to have their complaints addressed. We also believe a successful organization must be willing to evolve to meet the needs of its clients. Therefore, we have established this complaint process for clients who are unsatisfied with the service or treatment they receive.

How to Complain

If you are unsatisfied with our service, please initially direct your comment or complaint to the BSG team member responsible. We always attempt to resolve concerns at the first point of contact.

If the team member cannot resolve the matter, please escalate to the Compliance Officer directly at:

What to Include in Written Correspondence

When submitting a written complaint, please include:

• A clear description of the complaint and any suggestions for resolution
• Details of any prior contacts about this matter (dates, who you spoke with, what was said)
• Whether this is an original complaint or a follow-up to a prior reply
• Your complete contact information (full address, phone, email)
• Your date of birth (for identity verification)

What to Expect

We strive to resolve all complaints as quickly and efficiently as possible. You can expect to receive a response from us within 10 business days after submitting your complaint. If your case is particularly complex and cannot be resolved within 10 days, we will provide you with an estimated timeline for response.

Resolution and Escalation

If after our response you are still unsatisfied, you may escalate to:

• Texas Office of the Attorney General, Consumer Protection Division
• Consumer Financial Protection Bureau (consumerfinance.gov/complaint)
• Federal Trade Commission (reportfraud.ftc.gov)

However, we strongly encourage you to give us the opportunity to address your concern first. Most issues are resolved more quickly through direct communication with BSG.